Very bad cellphone insurance

On the 9th of February 2023, I was claiming for my lost device, only to find out that my claim was declined due because I was covered for accidental. I called the insurance department to a have to buy clear explanation about what am I covered for, then since that day they told me they will request the call recordings. Every week I was calling to check if the feedback was received Isreal told me that the turnaround time is 30 days then again on the 9th of March I called to check if the feedback was received still no feedback was received on the 13th of March 2023, I called again then they said the feedback still it's not being received now they are escalating the call to the to the other party so I called again today which is the 16th March 2023, Now they will send a follow-up email which it may take around 30 days so I cannot wait for 60 days just for the insurance to approve or to listen to the recordings so that I can get my device I pay my insurance every single month and in that insurance there's also the mistakes so I don't know how to deal with this thing. Is now over 60 days to 75 days without a response from the vodacom insurance I don't know how to deal with this thing.

Your help will be highly appreciated.